Shipping, pickup and returns

This policy is part of our terms and conditions. It applies to every order, whether the practitioner or the patient pays.

1. When orders ship

We prepare an order once it is paid.
Orders paid by 1 PM Eastern, Monday to Friday, often ship the same business day. This is a target, not a guarantee: it depends on the volume of orders that day. Orders paid later usually ship the next business day.
We don't ship on weekends, and we're closed on holidays with no mail delivery. Our contact page shows opening hours and upcoming closures.

2. Where we ship

We ship from Keswick, Ontario, Canada.
We ship to addresses in Canada and in most other countries.
We are not currently shipping to the United States. Orders to U.S. addresses can't be placed while this pause is in effect.
Orders can go to the patient's address, the practitioner's clinic, or any other address given at checkout. Each order ships to one address.

3. Shipping costs

Shipping is charged at a flat rate for each region. The rate is shown at checkout before you pay. Shipping rates can change, and shipping charges are not refundable except where this policy says otherwise.

4. Delivery times

Delivery time after dispatch depends on the carrier and the distance. Within the Greater Toronto Area, delivery usually takes one day, and up to three. Other parts of Canada and international destinations take longer. Delivery estimates are not guaranteed. We aren't responsible for delays caused by carriers, customs, weather or other events outside our control, and a late delivery alone doesn't qualify for a refund.

5. International orders, customs and duties

The recipient is responsible for any import duties, taxes, brokerage or customs fees charged in the destination country.
The recipient is responsible for making sure herbal formulas may be imported where they live. Some countries restrict certain herbs or require permits.
We complete customs paperwork accurately, which means describing the contents truthfully.
If customs holds, returns or destroys a parcel, or the recipient refuses it or doesn't collect it, the formula can't be refunded. Shipping charges for a return or reshipment are the customer's responsibility.

6. Pickup in Keswick

You can choose to pick up an order at our dispensary: 213 Queensway S., Unit 400, Keswick, Ontario L4P 0A2. We'll let you know when it's ready. Please collect it within 10 days of that notice. If you can't, contact us to make other arrangements.

7. Addresses

Please check the delivery address carefully before paying. Patients can update it when they pay. If a parcel is returned or lost because the address was wrong or incomplete, a new shipment may need to be paid for.

8. Lost or damaged parcels

If a parcel hasn't arrived within a reasonable time, or arrives damaged, contact us within 7 days of the expected or actual delivery date. For damage, please include photos of the parcel and contents.
When a carrier loses or damages a parcel, we file a claim with the carrier and let you know the outcome. Where the claim is approved, we'll replace the formula or refund it.

9. Returns and refunds

Every formula is made to a prescription for one person, and we can't resell it. For that reason formulas cannot be returned or refunded, and orders can't be cancelled once we've started preparing them, except when:

the formula we sent doesn't match the order as submitted; or
the formula arrives damaged, defective or contaminated.

In those cases, contact us within 7 days of receiving the order with your order number and a description (and photos, if you can). Please don't send anything back until we ask you to. If we confirm the problem, we'll replace the formula or refund it, including the original shipping charge, and pay for any return shipping.

Questions about how a formula is working, or whether to keep taking it, go to your practitioner. A change of prescription is not a dispensing error.

10. Contact

Contact form · 905-535-0908
1591659 Ontario Corp. o/a Herb Dispenser, 213 Queensway S., Unit 400, Keswick, Ontario L4P 0A2, Canada